Is it an Emergency that requires an immediate response?
An emergency is:
FIRE - dial 999 and ask for the Fire Brigade.
GAS LEAK - Do NOT switch on lights, sockets, switches or use a naked flame. Open windows and external doors. Leave the building if necessary and tell your neighbours if you think it may affect them. Turn the Gas off at the meter and call 0800 111 999.
WATER FLOODING into the property. Turn the water off at the stopcock. If you have a Hot Water Cylinder, turn on all the taps to drain the tank. Use a bucket or bowl to collect water if possible. Contact the office on 01908 535000 and if out of office hours leave a message.
LOSS of GAS/ELECTRIC/WATER SUPPLY to the property - Contact the office on 01908 535000 and if out of office hours leave a message.
SECURITY - Damage or Failure to external door/lock or window. Contact the office on 01908 535000 and if out of office hours leave a message.
In cases of Fire or a Gas Leak you must also contact the office on 01908 535000 aftercontacting the emergency service and if out of hours leave a message.
Our Office hours are Monday to Friday 9am to 5pm but if you need to contact us out of office hours then you must telephone the office on 01908 535000 and leave a message.
Out of hours telephone messages are monitored but emails may not be and therefore you must telephone rather than email if you need urgent assistance.
Non Emergency Maintenance
If you need to report a maintenance issue that is not an emergency as defined above, please check the advice below first for common problems and solutions.
If you still need to submit a maintenance request please click on the Report Maintenance Button at the bottom of the page and add as much detail as you can, including make, model and if possible the serial number of the boiler or appliance and relevant photographs.
The advice below is for your information. These common problems can be easily and quickly fixed without having to wait for a contractor.
Common issues and solutions:
Boiler/Heating/Hot Water Failure:
1. If you have a combi boiler, check the pressure on the dial is between 1 and 1.5 bar. If it is below that, use the filler loop to gently increase the pressure. Information will be in the instruction manual or can be found online.
2. Reset the boiler. Generally you can do this by switching it off at the mains switch, waiting a minute and then switching it back on.
3. Some Hot Water/Heating Controls require batteries Please check the controller and replace the batteries if required. Check that the timer is not set to off.
4. Condensate pipe frozen - in colder weather the plastic condensate pipe can freeze which will stop the boiler working. The remedy is simple:
Apply a hot water bottle or a warm heated pad to the pipe to warm it up and begin thawing the water or fill a watering can or jug with warm (not boiling) water and pour it over the pipe.
5. If a radiator is not heating up, try bleeding the radiator by releasing any air in the radiator until water starts to floe from the bleed valve. You may need to top up the pressure in the combi boiler after doing this. You can also remove the Thermostatic Radiator Valve and gently tap the pin as this sometimes sticks.
Note: If you have a hot water cylinder you should be able to switch on the immersion heater in the tank using the isolator switch or water heater switch where the tank is located. This looks like a single light switch. The immersion heater will provide hot water for you whilst you await a boiler repair.
1. Check the Fuse Board. You may may find that one or more of the switches has 'tripped' which can be reset to restore power.
2. A faulty electrical item may cause the Fuse Board to trip. For example a faulty kettle could cause the sockets to trip completely. Unplugging appliances one by one and resetting the Fuse Board may identify the problem. If an electrician is called out and identifies the issue is with a faulty appliance which the landlord is not responsible for, you may be liable for the electricians charges.
3. If there is a complete electrical failure in the property, which cannot be reset, check with your neighbours to see if they have a problem. If the street lights are not working this would indicate an external problem which UK Power Networks would need to resolve. You can check if an external issue has been reported at UK Power Networks
You must clean off any mould as and when it forms to avoid it building up and it is the responsibility of the tenant and not the landlord to do this. Mould is caused as a result of condensation at the property and a landlord does not create condensation at the property!
Mould can be cleaned by using a Muffycid Spray or a traditional fungicidal wash. These products are readily available at supermarkets and DIY stores and you should wear protective gloves when using these products.
Please refer to the Condensation Help Sheet for more information and advice on how to minimise condensation.
Washing Machine/Tumble Dryer:
Please check and empty the washing machine/tumble dryer filter regularly – if you do not know how to do this please refer to the manual or search online for guidance.
If your washing machine or tumble dryer stops working then you must check and empty the filter before reporting as this may be the cause of the problem.
Blocked pipes and drains:
Blockages can be avoided by being sensible about what is put down the sinks, baths and showers and flushed down the toilets. The water system is only designed to deal with waste water, toilet paper and excrement (solid and liquid) and anything else should be disposed of by other appropriate means. Do not put food waste, fat or oil down the kitchen sink as this is a primary cause of the sink blocking.
Blockages can be cleared using a drain unblocker gel, plunger or sink rod. These can be purchased from most supermarkets and DIY stores. Please do not report a blockage before you have tried clearing it yourself.
The drain at the rear of the fridge compartment should be kept clear and allow excess condensation to drain away. Fridges should also not be overstocked as this will reduce their cooling efficiency and also place more strain on the unit.
It is your responsibility to clean the filter. The metal mesh type filters can be cleaned in the dishwasher. The material type filters can be replaced and can be purchased from a DIY store. They are usually a standard size which can be cut to fit.
Appliance Light Bulbs:
It is the tenant’s responsibility to replace the light bulbs.
If you do need to report a maintenance issue with an appliance, please provide the make, model and serial number. The model and serial number can often be found inside the door of the appliance on a metal plate or sticky label. We may also ask you to provide photographs.
PLEASE DO NOT CONTACT US BEFORE YOU HAVE TRIED TO RESOLVE THE PROBLEM YOURSELF AS DETAILED ABOVE AND IF AN ENGINEER ATTENDS TO FIND THAT THESE ACTIONS HAVE NOT BEEN FOLLOWED YOU MAY BE LIABLE FOR CALL OUT CHARGES.
Non Emergency Maintenance Reports are actioned during normal working hours when a member of the team will review your maintenance request which will either be accepted or rejected with feedback as appropriate.
If your maintenance request is accepted, either the landlord will be contacted in the first instance and/or a relevant contractor will be allocated as appropriate. You will be updated with actions taken.
Your contact details will be provided to our contractors and you will be expected to provide access to the property with reasonable notice. Contractors will usually only carry out non emergency maintenance works during normal working hours and if you are unavailable to allow access it is expected that you will authorise Letting Genie and/or their trusted contractors to access the property in your absence.
Please note, Landlords are not responsible for all maintenance issues that may arise at your property. If a maintenance issue arises that has occurred as a result of negligence or damage caused by a tenant or visitor to the property, the tenant may be liable for the maintenance costs.
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